Why we receive submissions as Incomplete Payments?

  • Profile Image
    rphstheatrebooster
    Asked on August 23, 2018 at 02:06 PM

    Hi there,


    We have a number of submissions pending and the customers purchasing are indicating that paypal is showing the payment pending.  Why is the transaction not completing?  


    Thanks for your help!

    Sandy Lapp

  • Profile Image
    Victoria_K
    Answered on August 23, 2018 at 03:06 PM

    HelloSandy,

    The submissions that were not paid will appear under Incomplete Payments on the Submissions page:

    1535018429Jotform · Submissions: Offici

    This means that for some reason your respondents have left the payment page without processing a payment.

    Please check our guide: Paypal-Incomplete-Payments-FAQ

    If you need more help with this, please let us know.

  • Profile Image
    rphstheatrebooster
    Answered on August 23, 2018 at 04:15 PM

    Yes I saw this.  We have 11 customers that attempted to purchase a Fan shirt  it is a separate jot form.  All of these customers completed there order, and used Paypal.  Paypal sent them a message saying that the payment is pending to us.  I called Paypal and they are not holding up the payments, in fact they can't even see that the money is being attempted to be sent to us. 

    I thought if I confirmed the submissions that they would go through, I now realize that was a mistake as these still have not been paid.  These same people made submissions on other jotforms we have and their payments successfully were processed. And oddly enough a few forms went through on the Fan Shirt jot form but suddenly it stopped.  Did we change some setting?  I need help to figure this out.


    Thanks

  • Profile Image
    rphstheatrebooster
    Answered on August 23, 2018 at 04:33 PM

    So I looked a little further into it and it would appear that it was the first transactions that were held up and then it started accepting payments.  Anyway to reprocess those first orders or do we need to contact each customer and ask them to reorder?



  • Profile Image
    AshtonP
    Answered on August 23, 2018 at 05:54 PM

    I suppose those submissions are all appearing in the incomplete payment and your customers are not even charged either by PayPal. In this case, you may ask your customers to resubmit the form and complete the payment.


  • Profile Image
    rphstheatrebooster
    Answered on August 24, 2018 at 01:29 PM

    Ok have dug even further and determined that the payments are going to the wrong email address.  How do we fix this?

  • Profile Image
    david
    Answered on August 24, 2018 at 02:11 PM

    While editing your form, click on the payment field, then click on the wand icon to the right of the field.  That will bring up the payment field menu.  From there, click the gear icon in the top right of the menu.  From that menu, you can change the email address being used in the PayPal field:

    https://www.jotform.com/help/391-How-to-Integrate-Form-with-Paypal-Standard-

    1535134280Capture.PNG


  • Profile Image
    rphstheatrebooster
    Answered on August 24, 2018 at 02:18 PM

    Ok I fixed this - but now what happens to all the payments that went to the wrong email address?  Do I have contact each person, have them cancel their paypal payment and resubmit?  And why did a number of transactions show as completed, when in fact they did not complete and they went to the wrong email address???

    It would be great if I could talk to a person.  We are struggling with this platform and I have to say I'm really not pleased with the service as a whole.

  • Profile Image
    AshtonP
    Answered on August 24, 2018 at 02:44 PM

    We apologize for the inconvenience. It is recommended to refer to our help guides when setting up your payment integration form. Did you set up the incorrect email address in your PayPal integrated form?

    If the payments are done with the different email address the form will reflect them as completed payments.

    Please note that Jotform does not store or process these payments. It is simply integrated to the 3rd party payment processor via API, we forward the data and the payment is processed in their gateway.

    If there are transactions already done in the incorrect email you need to contact Paypal and ask how these transactions can be rectified.

    Also, note that we do not provide phone support and this forum is the best place to raise your questions. If you have more questions please let us know.

  • Profile Image
    rphstheatrebooster
    Answered on August 24, 2018 at 03:47 PM

    Yes we discovered that we put an incorrect email into the Paypal integration form so - yes all payments are going to an incorrect email.  

    The strange part is over 50% of the orders were flagged as incomplete by Jotform, when the Paypal part didn't complete, but a handful did.  Why would that happen?  

    Now what happens if a person choose to pay by credit card and not Paypal - where would that money go?

    Finally I see on the site if we use paypal we should be able to have our transactions go through on the free Jotform, and yet we are paying a monthly fee and have used up almost 100% of our so called payments.  I find this confusing....  again would be great if someone could walk me through this on the phone... really difficult to get resolution with all these emails.  It's asking me to upgrade to a $99 a month plan  - definitely not feeling $99 worth of service. 

  • Profile Image
    Kevin_G
    Answered on August 24, 2018 at 06:07 PM

    The strange part is over 50% of the orders were flagged as incomplete by Jotform, when the Paypal part didn't complete, but a handful did.  Why would that happen?  

    Note  that incomplete payments may have happened due to several reasons, the user may have closed the page without completing the payment on PayPal or anything else  happened that forced the page to be closed, note that once the user is redirected to the PayPal page Jotform does not have any control over what the user fills. 

    We do recommend to enable the PayPal IPN option in order to avoid successful payments to be marked as incomplete, here is the guide: https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account 

    Now what happens if a person choose to pay by credit card and not Paypal - where would that money go?

    The PayPal  standard does not have the option to pay using credit card; however, if the user's are allowed to pay using a credit card on the PayPal payment page, then the payments will still go to your PayPal account. 

    Finally I see on the site if we use paypal we should be able to have our transactions go through on the free Jotform, and yet we are paying a monthly fee and have used up almost 100% of our so called payments.  I find this confusing....  again would be great if someone could walk me through this on the phone... really difficult to get resolution with all these emails.  It's asking me to upgrade to a $99 a month plan  - definitely not feeling $99 worth of service. 

    Yes, there is a limit on the number of payments you can process using our integrations, it counts all the payment processing apps, you may check your usage and limits following this guide: https://www.jotform.com/help/408-Understanding-Your-Account-Usage-and-Limits 

    Please note that as my colleague explained before, we do not provide phone support, but we will be happy to help via this forum thread. 

    Thanks.